Withdrawal, returns and refunds

30-Day Return Policy for Online Purchases at BZEN

BZEN offers private customers who purchase directly in the BZEN online shop and pay online a 30-day return policy from the invoice date (15 days for outlet bikes). The invoice date corresponds to the shipping date from our warehouse.

Please note: The return policy does not apply to demo or used bikes, even if purchased via the BZEN online shop and invoiced by BZEN.

There is no return policy for purchases made in a local BZEN brand shop.

How to return your BZEN bike

Step 1: Submit your withdrawal form

Submit the withdrawal form within 14 days of receiving your bike to exercise your statutory right of withdrawal, or within 30 days of invoice date to use our voluntary return promise (15 days for outlet bikes, see conditions). We’ll send you an acknowledgement of receipt immediately.

Step 2: We arrange collection

Within 5 business days of receiving your withdrawal, we will contact you to arrange free collection of your bike. To help us prepare, we appreciate if you include photos of the bike with your request.

Step 3: Pack the bike for transport

Please pack the bike carefully to avoid transport damage. We recommend using the original packaging if available — if you no longer have it, please use suitable protective packaging.

Step 4: Inspection after return

Once the bike arrives at our warehouse, we inspect its condition. This typically takes 5 business days.

Step 5: Refund

We will refund the full purchase price within 14 calendar days of receiving the bike back at our warehouse, using the same payment method you used for the purchase.

If the bike shows signs of use beyond what was necessary to test it (e.g. visible wear, damages, missing parts), we may deduct a fair compensation for the loss in value. We will inform you about any deduction before processing the refund, with a clear breakdown of how the amount was calculated.